Captivate had a referral from Vonage Business regarding a recently signed customer, 1st Pet Veterinary Centers in Arizona.
“We recently changed to Vonage as our VOIP provider. We have been using our own on-hold-messaging for years. Now with Vonage we have just learned the limitations of Broadworks. 🙁
We have three 24-hr Veterinary Hospitals in the Phoenix, Arizona area and are accustomed having our own custom recorded (use a 3rd party provider for the recordings) messages and would like to see how we can get this ability back.” Merja Reynolds.
1st Pet Veterinary Centers in Arizona reached out to Captivate after their move to the Vonage Hosted platform resulted in the loss of the on hold flexibility they used to enjoy.
Most businesses today know they must have a great caller on hold experience and it’s really important to recognise that callers being transferred also hear the on hold messages.
What they don’t know is the true value of the dollars they spend on their on hold. They don’t know how many callers are placed on hold or the average duration. Even how many hours per month their messages are heard by callers remains a mystery.
With Captivate’s unique BroadWorks solution, not only do we stop the messages starting at the start every time (like this) we also report on the number of callers placed on hold and the durations by handset.
After discussing their needs, 1st Pet Vet were keen to try Captivate’s fully managed solution. With a few minutes help from the Vonage engineering team, the first location was connected for a free 30 day trial. They also supplied us their current MoH files. Captivate’s studio manager identified that the classical music included in these was not “platform friendly” and became piercing and uncomfortable to listen to. He replaced the music… You can listen to the result here, including the automatically updated US specific daily content…
In the first 10 days the 1st Pet Vet on hold report shows an average of 40 callers per day placed on hold. Nice work.
Stay tuned for more results…